pwolff2000 Absent Member.
Absent Member.
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Zenworks Remote Management issue w/VIA Connect Pro Software

Everyone,

We use ZENworks 2017sp3 for all our School District's Laptop/Desktops and have had little to no problems with other manufactures software...until now!

We currently use a presentation device called VIA Connect Pro by Kramer. It allows computers to connect to it wirelessly and then displays your info on a TV, or in our case, on to a projector. We have been using them for the last couple of years at our administration offices without issue. It does requires you to download and install an application to your computer in order to use the device. It additionally supports Ipads, phones, etc. and this is where our troubles begin. Ipads with the newer IOS have issues with sound transmitting properly, so we contacted Kramer and updated the firmware on the VIA Connect Pro boxes to fix the problem. This required a new version of the software to be installed on our computers. Now when a Windows 10 laptop (Dell Latitude 5570) connects to the device, then chooses the option to "Present" (broadcast video/sound) it causes the "Novell Zenworks Remote Management Service Helper" service to go nuts and peg the CPU @ 100% locking up the computer and usually requires you to force the computer off. If you are fast enough, and can kill/stop the service before it reaches 100% , everything works fine. If you stop the service (Novell Zenworks Remote Management Service Helper), start presenting then start the service there is no problems.

So we have tried moving to different ports for remote management (problem still exists). The Kramer people have asked us to change back their software to the old JPEG format instead of the new H.264 that the new software uses (problem still exists). Asked us to whitelist files in ZEN (????). Problem has not gone away.

With additional testing on our part we have discovered the following:

Dell Latitude (laptop) 5570 - Graphics is Intel HD 530 - Problem occurs
Dell Optiplex (desktop) 3020 - Graphics is Intel HD 4600 - Problem occurs
Dell Precision (tower) 3620 - Graphics is Nvidia Quadro M2000 (add-in card) + built-in Intel HD 630 Monitor display is attached to Nvidia - NO Problems
Graphics is (removed add-in Nvidia) Intel HD 630 only - Problem occurs
Microsoft Surface 4 (Laptop/tablet) Graphics is Intel HD 520 - Problem occurs

So after the long winded explanation, I know it is up to the 3rd party company to come up with a solution but was hoping someone here might have had conflicts and found a way around them. Or how to I get the 2 companies involved here to talk to each other and try to troubleshoot the issue together? Does anyone know what the Novell Zenworks Remote Management Service Helper actually does? Is there issues with the drivers for built-in Intel Graphic chipsets?

Thanks for taking the time to read all of this!
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Micro Focus Expert
Micro Focus Expert

Re: Zenworks Remote Management issue w/VIA Connect Pro Softw

Please Open an SR and reference Defect#1112938

There may be a developer FTF that may help you.
There was a previous ticket created for "VIA GO" that impacted SOME hardware models.

I'm going to guess that "VIA GO" and "VIA CONNECT" are the same product, since "VIA GO" had similar functionality.
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pwolff2000 Absent Member.
Absent Member.

Re: Zenworks Remote Management issue w/VIA Connect Pro Softw

Created SR #101206161141 w/Defect #1112938
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mcclary Trusted Contributor.
Trusted Contributor.

Re: Zenworks Remote Management issue w/VIA Connect Pro Software

was this issue ever resolved? We are having the same issues happen. 

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Micro Focus Expert
Micro Focus Expert

Re: Zenworks Remote Management issue w/VIA Connect Pro Software

This is fixed in 2020.  There is a test FTF for 17.3 that worked for the customer that reported the issue, but there are not any 17.4 test files.  Dev may be able to spin up a newer one if necessary.

So either upgrade to ZCM 2020 and/or  Make an SR and see if they can get you a "test" patch....If on any version other than 17.3 development may need to compile a copy.

 

Note: The related defect# is 1112938

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